Retention Agent

As a Retention Agent, your primary responsibility will be to engage with existing customers to renew and retain their services. You will play a crucial role in understanding customer needs, addressing their concerns, and ensuring a high level of satisfaction to foster loyalty and retention.

Responsibilities:

• Perform calls to policyholders who have missed payments and make payment arrangements where required.
• Discuss, agree and arrange various client requests such as payment arrangements, sending policy details etc.
• Handle customer complaints that may arise on a retention call, escalating to complaints team where necessary.
• Record required call notes in relation to any work items handled, policy and/or payment changes to ensure the interaction is recorded accurately for business records.
• Provide clients with correct and accurate information.
• Respond to customer requests to cancel their policy and address any concerns they may have, sell policy benefits and use available retention tools to retain the customer as a policy holder.
• Meet expected individual targets and contribute to business and team targets ensuring all customer service, sales and cancellation queries are handled in a professional, results driven manner.
• Follow and apply quality assurance guidelines and compliance rules to all retention activities.
• Observe and provide general updates to management team around trends in relation to the reasons for customer cancellation.
• Learn and apply coaching and feedback from your manager to assist in meeting KPIs and expectations within the role.
• Communicate effectively and professionally with other departments such as Service, Claims and Sales.
• Keep up to date with any changes relating to Company Policies, processes and procedures.
• Log service desk requests with manager when experiencing system issues.
• Report any alleged agent misconduct and/or customer complaints to manager.
• Managing customer requests effectively and efficiently.
• Managing the delivery of customer correspondence within agreed company frameworks, timescales and deadlines.

Requirements

• Excellent communication, interpersonal skills with a demonstrated ability to correspond both verbally and written to exceptionally high standards
• High level of attention to detail!
• Knowledge of practices and procedures in a retention related environment
• A hands on, common sense approach to day to day work related matters
• Ability to operate well under pressure and within deadlines
• Ability to multitask effectively whilst maintaining a high level of quality and service
• Intermediate computer skills (Microsoft office)